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Salesforce Debuts Agentforce for HR, Eyes Expansion Into IT Service Management

Salesforce

Business Honor
08 May, 2025

AI-driven HR solution integrates Slack, simplifies workflows, and signals bold ITSM ambitions.

Salesforce has officially launched Agentforce for HR Service, the latest addition to its expanding suite of AI-powered enterprise solutions. Designed to streamline employee support and improve operational efficiency, the release signals Salesforce’s deepening commitment to AI automation in HR—and an imminent move into IT service management (ITSM).

Building on the HR Service module added to Service Cloud in late 2024, Agentforce for HR offers advanced capabilities like customizable AI agents, seamless Slack integration, and a low-code interface. It enables employees to access support, complete tasks, and engage with HR teams directly from familiar platforms. These features aim to enhance the employee experience while empowering HR teams to focus on strategic work.

“HR teams can now search, summarize, and respond to cases in the flow of work,” said Kishan Chetan, EVP and GM of Service Cloud. “This drives up productivity significantly.”

Agentforce leverages Salesforce’s robust case management and knowledge systems, already well-known in customer service, to support a range of HR use cases—from onboarding and PTO tracking to expense submission and training. Importantly, the solution integrates with existing HRIS and HCM platforms, unifying data through Salesforce Data Cloud and ensuring trusted outputs via the Einstein Trust Layer.

Looking beyond HR, Salesforce confirmed that an ITSM product is in development. Like HR Service, the ITSM offering will focus on collaboration-first and agent-first workflows, creating a unified experience across IT and employee support. The platform will handle complex IT processes—like configuration management and incident tracking—through familiar Salesforce interfaces, aiming to challenge established ITSM players such as ServiceNow.

Slack, now a central pillar of Salesforce’s AI strategy, will serve as a primary engagement hub, offering real-time agent interactions and simplified access to services across departments.

As part of its multi-Agentforce strategy, Salesforce continues to roll out tailored solutions across verticals, all powered by a common platform and agent builder. With upcoming HR partnerships and growing capabilities, Salesforce is steadily positioning itself as a leader in the next era of enterprise service automation.